SACRAMENTO >> An official leading a state licensing board has filed an administrative accusation against the Sacramento Valley’s second-largest seller of hearing aids.

The 52- page document details 11 cases mostly involving elderly customers at some of the McDonald Hearing Aid Center’s 17 locations. The business, established by Mark Lee Moore, has a Chico location on Cohasset Road, but it wasn’t mentioned in the accusation.

The document filed earlier this month details incidents where employees allegedly directed customers to more expensive hearing aids after saying a cheaper, advertised device wouldn’t work for them. In several cases, outside review indicated the cheaper device was sufficient. The complaint also alleges that when customers sought refunds, the center would often withhold a 15 percent cancellation fee or deny the refund. This was despite advertisements allegedly saying customers had “ nothing to lose” and “satisfaction guaranteed.”

The center has not yet had a hearing on the allegations by the Speech- Language Pathology and Audiology and Hearing Aid Dispensers Board. There has been no finding of guilt, according to the state board website.

A message left with the company’s corporate office in Sacramento was unreturned Thursday.

The document details incidents that took place from 2011 to 2014. In addition to customer accounts, the accusation includes incidents involving undercover investigators from the state Department of Consumer Affairs.

The oldest incident involved an 84- year- old woman who went to a Sacramento location on April 19, 2011. The hearing aid dispenser tested the woman, but allegedly overstated the range of moderate to severe hearing loss. The dispenser also failed to refer the woman to a physician after detecting an air- bone gap, as required by the Business and Professions Code.

The woman asked about the advertised $745 hearing aid, which would have been appropriate. The dispenser said it wasn’t suitable and sold her a $ 2,245 device, which reportedly included discounts.

The woman sought to cancel the order after tests at UC Davis Medical Center in Sacramento showed only mild hearing loss and no significant air-bone gap. She was told the cancellation included a fee totalling $336.83.

Other incidents included an elderly Catholic nun who wanted to do a price comparison of a $700 hearing aid, but was told by an unlicensed trainee that she had severe hearing loss. The nun was allegedly pressured into an agreement to buy two hearing aids for $9,000 that included a credit card application. When she called to cancel the order, she was told she have to pay a 15 percent fee.

Several of the incidents include allegations that the center violated the Song- Beverly Consumer Warrant Act, which sets a warranty on when hearing aid devices may be returned for a refund. In some incidents, the center allegedly told customers they couldn’t receive a refund if they were dissatisfied with the price.

In other cases, customers attempted to return the hearing aid, but were told to complete a “ patient journey” of fittings, adjustments and hearing programs. After completing the program, which allegedly takes up to 6 weeks, the refunds were denied because the request was made outside the 30-day warranty period.

In the accusation, board executive officer Paul Sanchez is asking the board to hold a hearing and consider 41 causes for discipline.

If the board sustains the allegations, it could revoke or suspend Moore’s license and revoke the registration of the branch locations. The board may also revoke Moore’s ability to supervise trainees and order him to pay for the investigation.

The timing of the hearing process varies, according to deputy attorney general Megan O’Carroll. O’Carroll, who prepared the accusation for Sanchez, noted that board could revoke Moore’s license, but it could also pursue lesser actions.

If the board sustains the allegations, it could revoke or suspend Moore’s license and revoke the registration of the branch locations.